How to Change a Plan on a CommsMobile 2.0 Service
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Overview
CommsMobile 2.0 plan changes are fully self-service in the Comms Portal, available every day of the month. When selecting a new plan, partners choose when it takes effect: scheduled for the 27th for clean single-plan billing, or immediate with full double-charge billing. If self-service isn't possible (for example a portal access issue), Comms Channel support can action the change by email.
🔴 Travel Pack Warning: Do not make ANY change to a service with an active Travel Pack (including plan changes, provisioning, or SIM swaps). Doing so can leave the customer without service while roaming. Wait until the Travel Pack has expired before proceeding.
Steps to Change a Plan
Example: if today is 29 September, the portal would show "Schedule for 27 October 2026" and "Change immediately (today, 29 September 2026)."
If self-service isn't possible (for example a portal access issue): email helpdesk@commschannel.com.au for a Comms Channel Admin to action it. The same rules apply: a mandatory email (a call or Teams chat alone does not authorize the change), 1 business day turnaround, and confirmation via ticket/email plus the portal.
Plan Change Rules
- Must be a genuine upgrade or downgrade: moving between plans with the same data allowance is not permitted, even across categories.
Example: a 10GB Data Only plan to a 10GB Voice + Data plan will not go through: same data dimension, not an upgrade or downgrade. - Partners can move across categories (Standalone / Pooling / Data Only) as part of a genuine upgrade or downgrade; it's the data allowance comparison that matters, not the category.
- Pooled service moving to a Standalone plan: the service must be removed from the pool first. Partners cannot do this themselves in the Comms Portal; it's a support-actioned request. Include "Service is part of Pool: (pool name)" when you email helpdesk@commschannel.com.au, or request the pool removal in advance if you plan to self-serve the plan change once it's out of the pool.
- Downgrading a Standalone plan forfeits any accumulated data bank balance. (Pooling plans don't carry a data bank, so this doesn't apply there.) CRITICAL
- No overage to manage on downgrade: billing is in advance, so the customer has already paid for their current allowance under the old plan. The new plan's cap simply applies going forward.
- Do not resubmit a request taking longer than 25 minutes or appearing to fail: email with subject "Plan change failing or not completing (service number)" instead. Reattempting can cause duplicate orders; the change may already be complete at the network with a delayed notification. CRITICAL
Key Notes
| Item | Details |
|---|---|
| Self-service availability | Every day of the month, via Comms Portal Advanced tab |
| Scheduled changes | "Schedule for 27th" executes on the 27th, single-plan billing, no double charge |
| Immediate changes | Takes effect straight away; full double-charge billing, backdated to the 1st, not prorated CRITICAL |
| Repeat immediate changes | No system limit if it's a genuine business need, but every one is charged in full CRITICAL |
| If self-service isn't possible | Email helpdesk@commschannel.com.au; a Comms Channel Admin will action it |
| Fallback authorization | Email is mandatory: a phone call or Teams chat alone does not authorize a change CRITICAL |
| Fallback turnaround | 1 business day |
| Confirmation | Visible directly in the portal (self-service), or ticket/email on completion (fallback) |
| Valid changes | Must be upgrade/downgrade: same data allowance across categories is blocked |
| Pooled service to Standalone plan | Must be removed from the pool first: support-actioned only, partners cannot self-serve this |
| Data bank | Downgrading a Standalone plan forfeits the data bank balance |
| Overage on downgrade | None; billing is in advance, no reconciliation needed |
| Travel Pack active | Do not action any change: risk of service loss while roaming CRITICAL |
| Before confirming to customer | Check the Activity tab for Complete status |
| Stuck/failed orders | Don't resubmit; email if delayed more than 25 minutes |
| Advanced View | This feature is located in the Advanced tab and is not available from any other service view |
